ACTIVITY REPORT 2021 BRED IS EXPANDING, PURSUING ITS POLICY: BANKING WITHOUT DISTANCE Behind this concept, lies a promise: that of local proximity supported by high value-added advice. This guiding line leads to tangible commitments: a certain view of digital technology and the role of advisers, supporting this philosophy and ultimately our customers. Fewer trips to branches, and seeking both autonomy for ordinary transactions and expert support, customers’ expectations are changing, and BRED is meeting them. It is as effective in carrying out transactions as counterparts that are entirely online, and is mobilising to enhance the very essence of its business: high value-added advice. 100% ADVISORY BRANCHES - FOR A HIGH VALUE-ADDED RELATIONSHIP It is far easier to make appointments: customers arrange Customers are highly autonomous in their daily banking them themselves via the BRED application or website. transactions and visit branches less and less often. On the At the customer’s discretion, appointments can be held other hand, they expect their advisers to be available for in-person in the branch or held remotely by telephone value-added appointments: property projects, consumer or video conference. The length of the appointment is loans, savings, retirement planning, protection of family determined according to its purpose. assets, etc. For that reason, “100% advisory branches”, by INNOVATION TO ENHANCE appointment only, have been deployed throughout the HUMAN RELATIONS BRED network since 2020, offering customers meetings throughout the day. This initiative is part of an approach initiated in 2019, whereby each afternoon was devoted to BRED uses innovation to enhance its model of banking appointments. BRED has made clear its aims: to offer its without distance, and its policy: to enhance human relations customers greater convenience and flexibility in their user to meet the needs of its customers. To implement this experience, as well as added value based on two mainstays: approach, BRED is relying on new technologies. They meet expertise and proactiveness. two types of expectations: firstly, a desire for convenience, In the branches, customers are welcomed by advisers who ease of use and flexibility, and secondly, the quality of are constantly trained to enhance their expertise, so they can customer relations. Driven by a desire to fully meet these meet customers’ needs and anticipate their expectations. goals, BRED is continually developing its application. It is Customers leave their appointments with tailor-made, also to fully take into account the wishes of its customers precise and detailed answers, regardless of the level of and to offer its advisers a high-quality employee experience expertise their questions require. that it has accelerated the deployment of digital processes and tools. An approach that simplifies the daily life of its employees, so that they can devote even more quality time to their customers. 18 dlrow eht ot nepO sseccus ruo no gnisilatipaC